Manager, Clinical Operations-Overnight Shift

irhythmtech; San Francisco (CA); On-site; USD 130,000 - 180,000; Full time

Job summary

iRhythm seeks a Clinical Operations Manager to lead a 20–25 person services team in a fast-paced operation. You will drive KPIs, manage performance, and optimize workflows with automation tools while ensuring compliance with FDA regulations and company policies.

You will partner with HR and senior leadership on staffing, budgeting, and strategic initiatives to continuously improve service delivery and patient outcomes.

Qualifications

• Minimum of 4 years of management experience in operations.
• Experience in large non-exempt teams and high-volume environments.
• Strong leadership and coaching capabilities.
• Proficiency with workflow automation tools and dashboards.
• Knowledge of FDA regulations and healthcare operations compliance.
• Ability to set, monitor, and improve KPIs and performance metrics.

Responsibilities

• Oversee daily operations of 20-25 non-exempt staff to meet production, quality, and service standards.
• Track staff performance metrics and implement process improvements to achieve goals.
• Provide coaching and conduct performance reviews in partnership with HR.
• Manage customer service workflows, escalation, and recovery in a high-volume setting.
• Ensure compliant service delivery in line with policies and regulations.
• Collaborate with senior leadership on strategic planning and budgets.
• Coordinate training with clinical teams to support staff development.
• Utilize dashboards to monitor performance and drive operational efficiency.

Skills

Team Leadership

KPI & Metrics

Clinical Operational Workflow

Workflow Automation

Cross-functional Communication

Customer Service

Escalation & Recovery

Compliance & Regulations

Staff Development

Healthcare Operations

Telehealth Knowledge

Job description

Career-defining. Life-changing.

At iRhythm, you'll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what's possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career

About This Role:

Job Summary and Purpose:

We are seeking an experienced and results-driven Clinical Operations Manager to lead and optimize the daily operations of our services team. This role will oversee a team of 20-25 non-exempt staff, ensuring high performance in a fast-paced, high-volume environment. The ideal candidate will have extensive experience in managing large non-exempt teams, driving continuous improvement through KPIs and performance metrics, and utilizing workflow automation tools to enhance operational efficiency. This position requires excellent leadership skills, cross-functional communication abilities, and a focus on customer service.

Key Responsibilities:

• Team Management: Oversee daily operations of a team of 20-25 non-exempt staff, ensuring performance meets department production, quality, and operational standards.
• Performance Management: Track and evaluate staff performance metrics, implementing process improvements to meet or exceed quality and efficiency goals.
• Coaching & Development: Provide coaching, guidance, and recognition to foster a high-performance culture. Conduct performance reviews and facilitate corrective actions in partnership with HR and senior leadership.
• Escalation & Recovery: Manage customer service in high-volume environments, ensuring efficient escalation and recovery processes to meet service excellence standards.
• Operational Oversight: Ensure day-to-day service delivery in a high-volume environment runs efficiently and in accordance with established policies and regulations.
• Compliance & Regulations: Ensure compliance with FDA regulations and company policies, collaborating with cross-functional teams to maintain and update these standards.
• Strategic Planning: Contribute to strategic planning and leadership initiatives, working closely with senior management to achieve long-term organizational goals.
• Budget & Resource Management: Oversee team budget, managing resources and additional hours needed to achieve targets. Partner with talent acquisition to manage headcount and recruitment strategy.
• Staff Development: Facilitate ongoing staff development by coordinating training with clinical teams to meet performance and quality standards.
• Continuous Improvement: Assist with quality management programs, provide feedback on operational efficiencies, and collaborate on cross-functional projects to support company-wide initiatives.
• Performance Dashboards & Tools: Utilize workflow automation tools and performance dashboards to monitor team performance and operational metrics, ensuring alignment with organizational goals.

Must-Have Skills and Qualifications:

• Team Leadership: Proven experience managing large teams in a service environment, with a focus on performance management and fostering a high-performance culture.
• KPI and Metrics: Expertise in utilizing KPIs and performance metrics to drive operational improvements and meet organizational objectives.
• Clinical Operational Workflow Management: Experience managing clinical operational workflows, overseeing day-to-day service delivery in high-volume environments.
• Workflow Automation Tools: Proficiency with workflow automation tools and familiarity with production software and performance dashboards.
• Cross-functional Communication: Strong communication skills to collaborate effectively with clinical, operational, and leadership teams.
• Customer Service Excellence: Demonstrated experience managing customer service in high-volume settings and implementing recovery processes to enhance customer satisfaction.
• Escalation & Recovery: Experience in managing efficient escalation and recovery processes to resolve operational issues.
• Compliance & Regulatory Knowledge: Understanding of state and federal regulations in healthcare operations and the ability to ensure compliance.
• Staff Performance & Development: Experience in performance management, staff coaching, and fostering staff development through training initiatives.

Nice-to-Have Skills and Qualifications:

• Broader Healthcare Services Knowledge: Familiarity with healthcare services, including telehealth, health insurance, and diagnostics.
• Operational Challenges Across Sectors: Awareness of operational challenges in multiple healthcare sectors.

Qualifications:

• Minimum of 4 years of Management experience in operations management, preferably in medical device, healthcare serv